Why Are Progressive MGAS Shifting Their Focus to Client-Centric Tech?

Client-Centric Tech

The insurance landscape has experienced a dynamic transformation in the wake of the pandemic, with the previously less digitized industry now embracing technology at an accelerated pace. According to the Boston Consulting Group, the pandemic has expedited the industry’s digital transformation by at least five years.

Furthermore, there is a projected significant growth rate of approximately 50% on a compound annual basis for the global insurtech market between 2021 and 2028. This growth is expected to propel the market to a value of $60.98 billion within the next seven years. Consequently, insurers are faced with the inevitability of change.

In addition to digitization, insurers are also undergoing a paradigm shift by adopting a customer-centric approach. The entire insurance landscape has witnessed a sea change in terms of customer services, reflecting a radical shift in customer behavior and expectations.

Insurers are now transitioning from a product-centric strategy to one that prioritizes the needs and preferences of customers. They are pushing their boundaries to achieve their goals and thrive in the competitive market. Similarly, progressive managing general agents (MGAs) are also redirecting their focus towards emerging technology trends and enhancing the customer journey.

Evolving Customer Expectations and Demands

Insurers must embrace technology in order to keep up with the evolving expectations of customers and the competitive landscape. It is because the insurance sector is undergoing a progressive digital revolution.

The use of digitized processes has become essential, driven by the changing demands of policyholders and market competition.

Key technologies, such as artificial intelligence, predictive analytics, machine learning, and live chat, are reshaping the insurance industry and will continue to do so for the foreseeable future.

  • The impact of digital transformation on customer expectations

A connected ecosystem of insurance carries, service providers, InsurTechs, and other tech products are crucial for an exceptional digital transformation. An “outside-in” model should be promptly enabled by insurers. At present, cross-industry partners are working together to provide consumers with end-to-end value, giving a boon to variety of products.

According to researchers, customer experience and digital transformation can boost revenue by 20%-50% and improve customer satisfaction by 20%-30%.

  • Shift towards personalized experiences and seamless interactions

There is a growing recognition of the significance of personalized experiences and seamless interactions in the insurance industry. Clients today expect a tailored approach catering to their needs and preferences. By leveraging client-centric technology, MGAs can provide personalized solutions, streamline communication channels, and enhance the overall customer experience. This shift towards personalized experiences helps MGAs build stronger client relationships and fosters customer loyalty.

  • Client-centric tech alignment with evolving customer demands

In today’s digital age, customers seek convenience, speed, and accessibility when interacting with insurance providers. By implementing advanced technology solutions, such as mobile apps, online portals, and self-service platforms, progressive MGAs can meet these evolving demands.

These technologies enable clients to access policy information, make updates, file claims, and receive support in a seamless and user-friendly manner. As a result, clients feel empowered and have greater control over their insurance experience.

Key Client-Centric Tech for MGAs

1. Advanced data analytics and predictive modeling

To understand customer behavior, preferences, and needs, MGAs are leveraging advanced data analytics and predictive modeling. By analyzing expansive amounts of data, including historical claims, policyholder demographics, and market trends, MGAs can gain valuable insights that help them tailor their products and services to meet the unique needs of their clients.

These insights enable MGAs to offer proactive solutions, personalized recommendations, and targeted marketing campaigns, increasing customer satisfaction and loyalty.

2. CRM systems for personalized interactions

Implementing robust CRM systems allows MGAs to provide personalized interactions and foster stronger client relationships. These systems consolidate and centralize customer data, giving MGAs a holistic view of each client’s history, preferences, and interactions.

Armed with this information, MGAs can provide tailored solutions, anticipate customer needs, and deliver personalized experiences that align with evolving customer demands.

3. Mobile and digital platforms for seamless communication and access

Mobile and digital platforms have become essential tools for MGAs to facilitate seamless communication and provide convenient access to insurance services. Through mobile apps and online portals, clients can easily manage their policies, make updates, file claims, and receive support at their fingertips.

These platforms offer a user-friendly interface, empowering customers with greater control over their insurance experience and eliminating traditional barriers to communication.

4. AI-powered chatbots and virtual assistants for instant support

MGAs are embracing AI-powered chatbots and virtual assistants to provide instant support and enhance customer service. These intelligent systems can handle a wide range of customer inquiries, provide real-time assistance, and offer personalized recommendations.

By leveraging natural language processing and machine learning algorithms, these chatbots and virtual assistants ensure quick and efficient resolution of customer queries, resulting in improved customer satisfaction and reduced response times.

5. Data security and privacy considerations in client-centric tech

As MGAs adopt client-centric technology, ensuring data security and privacy becomes paramount. MGAs are investing in robust cybersecurity measures to protect sensitive customer information from potential breaches.

They are implementing encryption protocols, multi-factor authentication, and regular security audits to maintain the integrity and confidentiality of client data internally, as well as when they opt for insurance BPO services. By prioritizing data security and privacy, MGAs instill trust and confidence in their clients, further enhancing the client-centric experience.

The Future of Client-Centric Tech in the MGA Industry

The MGA industry will experience the impact of technology in two distinct ways, presenting both opportunities and risks, while also significantly enhancing internal business models. An illustrative case is that of a prominent US insurer, which recently announced its intention to acquire an InsurTech company.

This strategic move aims to offer usage-based insurance (UBI) to customers, showcasing the insurer’s commitment to a highly customer-centric approach. By leveraging the InsurTech Company’s expertise in usage and behavioral aspects, the insurer aims to provide customers with hyper-personalized services.

This example exemplifies the shift from a product-centric to a customer-centric approach within the insurance sector, highlighting the importance of customer-centric innovation. The focal point of such innovation lies in delivering exceptional Customer Experience (CX), akin to what is seen in the retail and banking industries.

Consequently, we witness concerted efforts from insurance players to direct customer journeys and achieve hyper-personalization by harnessing technologies such as hyper-automation, Artificial Intelligence (AI), and Machine Learning (ML).


The shift towards client-centric technology among progressive MGAs is driven by the recognition of evolving customer demands and the desire to enhance the overall insurance experience. By embracing personalized experiences, seamless interactions, and advanced technology solutions, MGAs can cater to individual needs, streamline communication channels, and provide exceptional service.

The views expressed in this article are those of the authors and do not necessarily reflect the views or policies of The World Financial Review.